Salman Shaikh
Mumbai
Summary
Experienced professional over decade of experience in Operations Management, Team Management, Process optimization, Customer Service professional Experienced in leading teams to achieve operational excellence and driving projects from conception to completion. Proven track record in optimising processes, improving customer satisfaction, and fostering collaborative work environment. Strong focus on strategic planning and resource management.
Overview
11
11
years of professional experience
Work History
Manager - Credit Operations
PAYU FINANCE INDIA PRIVATE LIMITED
Mumbai
02.2018 - 09.2024
- Credit Operations: Oversee the entire operations of various products, from submission to disbursal.
- Team Management: Lead and oversee a 40-member operations team.
- Vendor Management: Managed the operations vendor team to oversee RCU, FCU, CPV, and NACH collections, while also onboarding new vendors based on requirements.
- Process Optimization: Identified and addressed discrepancies in processes or product improvements to enhance efficiency, reduce TAT, and lower costs.
- LMS/LOS System Enhancements: Collaborated with the Tech and Product teams to implement key improvements in the LMS/LOS, focusing on both technical functionality and user experience.
- Coordination and collaboration: Coordinated with sales, tech, and finance teams across multiple channels to ensure smooth operations, while collaborating with product managers for product enhancements.
- Product Development: Proposed and implemented various product features to mitigate risks, prevent fraud, and reduce human error.
- SOP Development: Developed and continuously optimized Standard Operating Procedures (SOPs) to ensure seamless operations and coordination.
- MIS & Reporting: Preparing and presenting regular reports on team performance and risk assessments.
- NACH Presentation & Bank Reconciliation: Improved the NACH presentation process and integrated automated bank reconciliation features to reduce manual errors and improve payment processing efficiency.
- Software used: Finnone, Jira, Zoho, Metabase (SQL).
Customer Service Executive
Scootsy Logistics Pvt Ltd
Mumbai
10.2016 - 11.2017
- Resolving customer queries via email and phone
- Addressing restaurant queries and updating all related details in the system, such as menu updates and account information
Customer Support Executive
TinyOwl technology Pvt Ltd
Mumbai
08.2014 - 08.2016
- Resolving customer queries via email and phone.
- Addressing queries and updating all related details in the system, such as menu updates, and account information.
- Producing reports on team productivity.
- Updating backend details, such as payment information, etc.
Customer Service Executive
Serco Global Services Pvt Ltd
Mumbai
08.2013 - 07.2014
- Handling customer queries over the phone
- Managing escalations and overseeing the floor when necessary
Education
PGDBA - Operations
Symbiosis Centre for Distance Learning
Mumbai, MH2025
B.COM -
Rizvi College of Arts, Science & Commerce
Mumbai01.2013
SSC -
St Michael's Night High School
Mumbai01.2008
Skills
- Team Leadership and Management
- Financial Analysis
- Project Management
- Credit Risk Management
- Problem-Solving and Decision-Making
- Project Management
- Technology Proficiency
- Attention to Detail
- Negotiation Skills
- Time Management and Multitasking
Projects
Reducing operational costs and optimizing processes.
Awards
- Thank You, Group CEO PAYU, 01/01/2024, For spearheading key initiatives to achieve business targets.
- Thank You, Group CEO PAYU, 01/01/2023, For leading key initiatives in process automation.
- Thank You, Group CEO PAYU, 01/01/2022, To assist the team in lowering operational expenses.
- Thank You, Group CEO PAYU, 01/01/2021, For proactively initiating additional activities within the company.
Timeline
Manager - Credit Operations
PAYU FINANCE INDIA PRIVATE LIMITED
02.2018 - 09.2024
Customer Service Executive
Scootsy Logistics Pvt Ltd
10.2016 - 11.2017
Customer Support Executive
TinyOwl technology Pvt Ltd
08.2014 - 08.2016
Customer Service Executive
Serco Global Services Pvt Ltd
08.2013 - 07.2014
PGDBA - Operations
Symbiosis Centre for Distance Learning
B.COM -
Rizvi College of Arts, Science & Commerce
SSC -
St Michael's Night High School
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